Operations Supervisor

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Supervise, coach, and mentor a team of direct reports to guarantee outstanding patient service.

• Oversee the onboarding process for new hires and identify their training requirements.

• Collaborate with training leadership to facilitate skill enhancement.

• Monitor team performance through KPIs and metrics.

• Conduct performance evaluations and establish performance objectives.

• Ensure adherence to policies and healthcare regulations, including HIPAA.

• Partner with business stakeholders to meet program objectives and develop standard operating procedures (SOPs).

• Manage staff scheduling and uphold data quality standards.

• Implement and refine operational processes for precision and efficiency.

• Create and execute SOPs, work instructions, and job aids.

• Review and revise call guides.

• Develop and implement quality assurance measures.

• Address escalated patient concerns and logistical challenges.

• Track operational metrics and provide reports to management and stakeholders.

• Suggest improvements for workflows, systems, and processes.

• Collaborate with cross-functional teams to devise new strategies and best practices.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s Degree in Healthcare Administration, Business Management, or a related field.

• A minimum of 4 years of relevant work experience.

• Over 3 years of supervisory experience in a call center setting, preferably in the healthcare sector.

• Strong knowledge of call center operations, KPIs, and healthcare regulations.

• Proven leadership capabilities with the ability to motivate and inspire a team while maintaining accountability.

• Proficient in call center software, CRM tools, and the Microsoft Office Suite.

• Ability to make independent judgments.

• Capacity to manage deliverables in a fast-paced environment.

• Exceptional customer focus along with collaboration, initiative, results-oriented, and business solution-oriented skills.

🏝️ Benefits

• Up to 10% travel may be necessary.

• Inclusive interview process with accommodations for disabilities.

• Equal opportunity employer.